Search results

Give the state the excuse to encroach upon your proper sphere, and you will find that the ultimate outcome will be the practical expropriation of your interest in your own business. Wise businessmen will refrain from encouraging the state to do for them in their own businesses what they ought to do for themselves.

There are two objectives of this paper: first, to examine the application of lean production improvement techniques to the pure‐service context; and, second, to evaluate the contribution of lean production techniques to services marketing improvement.

Three case companies from the UK financial services sector are tracked through the process of lean improvement. Analysis of management change of a common process within each company forms the basis of the investigation.

Research findings highlight that, through the adoption of lean service tools, service call centres can serve the traditionally competing priorities both of operational cost reduction and of increased customer service quality. The lean approach is validated in the service context and proposed as a valuable addition to traditional service marketing approaches to services improvement.

The techniques described are easily replicable by academics, practitioners and managers and can be applied to a wide range of service centres or service businesses. In the contemporary marketplace, the difficulty of delivering quality service at any costs suggests that there is a great opportunity for the business that can deliver better service at a reduced cost of operation.

Lean transformation in the manufacturing sector is well established. However, the use of lean improvement tools to improve the quality of service delivery within the service sector is relatively new, with limited understanding of approaches and benefits in the academic or managerial arenas. In addition, coverage of lean tools is still rare in the marketing literature.

The purpose of this paper is to investigate, the functioning of value creating configurations and stakeholder interactions in networks of organisations of the retrofit industry for commercial buildings.

A value approach was applied to develop a model of retrofit activities. A Europe wide stakeholder engagement, consisting of over 50 face-to-face interviews with key informants with energy efficiency retrofit (EER) knowledge and expertise, informed analyses on flows of both tangible and intangible value for commercial EER projects.

Given the need to expand the EER marketplace, the sustainability of EER processes is as important as the sustainability of EER project outcomes. Understanding value creation in retrofit processes is crucial to successfully harnessing the available energy savings potential from the built environment.

The increasing importance of externalities, such as carbon, means that previously unaccounted for costs are now being considered in business models. For EER projects, the challenge is to respond to this new business environment, while maintaining adequate value for stakeholders. For commercial property developers, this means a growing impetus to understand the value propositions of other EER stakeholders.

The evaluation of value creation across business relationships such as those of the construction industry has not been conducted in a systematic manner to date. This paper provides a novel application of value analysis. Interrogating materials and monetary flows, value interactions between stakeholders and stakeholder perception of value are vital in fostering the long-term capacity of the EER sector.